Purpose The purpose of this paper is to determine the correlations between TQM and organizational learning in the context of automobile part manufacturing and suppliers of Iran. Design/methodology/approach A research project is carried out in 191 automobile part manufacturing and suppliers...

Purpose – The purpose of this research is to propose a systematic and integrative approach for evaluating, assessing, analysing, and improving service quality and effectiveness. Design/methodology/approach – A new approach is proposed, in which SERVQUAL and overall administration...

Purpose – This study aims to integrate consumer-based brand equity for a tourism destination (CBBETD) and the theory of planned behavior (TPB) to examine the relationship between branding and customers’ attitudes toward banking services. Design/methodology/approach – A ten-minute pen and...

Purpose – The purpose of this paper is to provide an integrated approach that prioritizes organizational key performance indicators (KPIs) in terms of the criteria of SMART (Specific, Measurable, Attainable, Realistic, Time‐sensitive) goal setting. Design/methodology/approach – The...

Purpose – The purpose of this paper is to investigate the influence of employees’ perception of organizational climate on organizational citizenship behaviour outbreak and the impact of both of them on organizational performance. Design/methodology/approach – This survey has been performed...

In almost all of the existing resources of failure mode and effect analysis (FMEA), “severity” is being determined from the designers’ point of view, not from the customers’ side. In this paper, a new approach is proposed to enhance FMEA capabilities through its integration with Kano...

Purpose – The purpose of this paper is to enhance understanding of corporate governance (CG) in delivering excellence in corporate social responsibility (CSR). Design/methodology/approach – The paper demonstrates models of CG and the associated elements affecting CSR. It addresses the...

Purpose – The purpose of this paper is to develop and suggest a reference Kano model. Design/methodology/approach – Existing Kano models have been classified into three types and, for each type, the curves, together with their corresponding evaluation tables, have been studied and a new type...

Purpose – The purpose of this paper is to propose an integrative model of leagile production and to examine its influence on the quality of products based on Six Sigma approach. Design/methodology/approach – A new model has been proposed in which the three strategies of postponement, mass...

Purpose – Literature review indicates lack of using the Kano model in organizational behavior domain and managers’ satisfaction. The purpose of this paper is to propose a Kano-based model for managers’ satisfaction. Design/methodology/approach – In order to examine one of the proposed...